Free Salesforce Service-Con-201 Exam Dumps Questions & Answers

How should a consultant configure a report that shows the average number of days that Cases stay open?

• A.  Use the standard Case age field on the resort.
• B.  Create a formula field on Case to calculate the average age.
• C.  Create a report snapshot of the number of open Cases each day.

Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

• A.  Enable lookup filters.
• B.  Set OWD sharing to Private.
• C.  Configure a Quick Action.

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?

• A.  Email-to-Case
• B.  Knowledge base
• C.  Chat with an agent

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

• A.  Customize the pre-chat form.
• B.  Customize Intents using Einstein Chatbots.
• C.  Customize the Lightning Console chat page.

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?

• A.  Add the Case ' s Entitlement related list to the Case Lightning Record Page.
• B.  Add the related Account ' s Entitlement related list to the Case Lightning Record Page.
• C.  Add the related Contact ' s Entitlement related list to the Case Lightning Record Page.